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🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Articles

2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.Read article »
Customer Service Best Practices for Medical & Health Practices
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.Read article »
🟨 Outstanding – Above 91%
🟦 Exceeds Standards – 76% to 90%
🟩 Meets Standards – 61% to 75%
🟧 Below Standard – 45% to 60%
🟥 Poor – Below 45%
Ratings are based on the ACXPA Contact Centre CX Standards >
Latest Glossary Terms

Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Virtual Assistant
A virtual assistant is either an AI software assistant that answers people, or a real human providing support remotely, often offshore.Read More »
Upcoming Courses & Events
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August 2026 Contact Centre Coaching PRO
In this August 2026 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and...View event > -
August 2026 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this August 2026 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
August 2026 Real-Time WFM for Contact Centre Analysts
The August 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst...View event > -
August 2026 Reception Foundations
The August 2026 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception...View event > -
August 2026 Inbound Phone Sales Essentials
The August 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event >












